Refund and Returns Policy

At Sugar Glider Home, we strive to provide high-quality products and healthy animals. Please review our refund and return policy before making a purchase.

General Returns

We do not offer refunds on purchases made in-store or online except as outlined below. Eligible returns made within 14 days of purchase may qualify for an exchange or a digital gift card.

Products may be returned if they:

• Are unopened and in their original condition, or
• Have been determined to be defective.

All returns must be approved by Sugar Glider Home before they are sent back.

Live Animals

Due to the nature of live animals, all sales of sugar gliders and other livestock are final, unless otherwise approved by management or covered under our Live Arrival Guarantee.

Online Orders

Non-living items purchased online may be returned at the customer’s expense.

Before returning any item, customers must contact Sugar Glider Home and provide:

• Your order number
• Reason for the return
• The tracking number for the returned package

Once the item has been received and inspected, a digital gift card or exchange will be issued if the return is approved.

Approved exchanges are subject to a 15% restocking fee.

Damaged or Defective Items

If an item arrives damaged during shipping or is found to be defective, Sugar Glider Home will provide a full refund, including applicable return shipping costs.

If you receive an incorrect item due to our error, we will provide a full refund or replacement, including shipping costs.

For shipping damage claims, customers must provide clear photos of:

• The damaged item
• The original shipping box and packaging
• Any visible shipping damage

Order Cancellations

Orders that have not yet shipped may be canceled for a full refund upon request.

If an item is unavailable after your order is placed due to an inventory error, a full refund will be issued for that item.

If substitutions or changes are made before shipment (such as a different size or brand), any price difference will be refunded or charged accordingly.

Live Arrival Guarantee

Refunds or replacements for animals covered under our Live Arrival Guarantee will be processed once eligibility has been verified according to our Live Arrival Guarantee policy.

Non-Returnable Items

The following items are not eligible for return or refund:

• Live animals (unless covered by our Live Arrival Guarantee or approved by management)
• Custom-made or custom-cut items
• Feeder animals or insects
• Gift cards
• Final sale or clearance items

Deposits

All deposits, whether made in-store or online, are non-refundable.

Same-Day In-Store Purchases

Refunds for in-store purchases may be approved on the same day of purchase if the item is determined to be incorrect or unsuitable. Approval is at the discretion of management.